Gorgias: Helpdesk, Chat & FAQ

We’ve been using Gorgias since 2017. It used to be an amazing tool -affordable, reliable, and backed by great people. Unfortunately, over the last couple of years, things changed.

Prices went up disproportionately, our dedicated CSM was suddenly removed without notice, and support quality dropped drastically. When we finally decided to migrate to Re:amaze (which offered better pricing for the exact same features), Gorgias was anything but helpful during the transition.

After eight years of loyalty, it’s disappointing to say this - but I can’t recommend Gorgias anymore.

We wouldn't be able to handle our incoming customer service messages efficiently without Gorgias. It's a no-brainer. Customer support is such an important part of our business. We're a small team and the AI Agent feature helps us tremendously. Definitely recommend if you're looking to step your game up on customer support.

We’ve been using the Gorgias AI Agent for a few months now, and it’s been performing better than expected. It handled a recent customer issue (discount code not applying) completely on its own clear communication, accurate troubleshooting, and a fast resolution.

The AI Agent has definitely taken a load off our support team and improved response times. The overall experience has been seamless, and the support from the Gorgias team has been great. Highly recommend it to any growing brand looking to scale customer service without compromising quality.

The Gorgias AI Agent has been a great extension of our CX team. It understands our policies, communicates clearly, and helps streamline returns, exchanges, and everyday questions. If you’re looking to scale support, this is a great solution.

Obsessed with Gorgias!

We brought on their AI Agent tools for our customer care team and honestly? It's giving everything we needed. The platform is super versatile and lets us customize literally every detail to match our brand's energy – which, let's be real, is essential when you're keeping things glamorous and on-brand.

Our response times are faster than ever (hello, instant gratification!), we're closing out tickets quicker, and our customers are loving it based on our CSAT scores. The AI handles all the basic questions so our team can focus on making sure every interaction feels special and luxe.

It took a minute to get everything set up exactly how we wanted, but now it runs like a dream.

If you want your customer service to be as flawless as your products, Gorgias is totally worth it. Major recommend!

Gorgias has become the central hub for our customer support across all our Shopify stores. Instead of bouncing between email, chat, and social DMs, my team can see everything in one place, right alongside the customer’s order history and tags. That alone has made us faster and more organized.

What really stands out now is the AI + automation. The AI-suggested replies are surprisingly accurate and on-brand once you train a few templates, and they’ve cut down the time it takes to answer common questions like order status, returns, and sizing. We also use rules and macros to auto-tag tickets, route them to the right person, and send instant responses after hours, so customers get help even when no one’s at the keyboard.

Setup was straightforward, the Shopify integration is deep, and any time we’ve needed support, the Gorgias team has been responsive and helpful. If you’re running a growing Shopify brand and want to streamline support while taking advantage of AI automation instead of adding more headcount, Gorgias is absolutely worth it.

Gorgias has streamlined our customer service. It's great to have a central hub for all customer inquiries. The use of the AI agent has helped customers answer those FAQ at all hours which helps people get the assistance they need during their specific hour of need. Setting it up is actually pretty easy, and they help you set yourself up for success. The more knowledge and guidance you give it the better it responds. Everyone should consider it especially if you're a smaller business like us.

I've been very satisfied with Gorgias in my time using it for 2 brands - user-friendly, plug and play with a lot of integrations, and solid reporting.
We have recently upgraded to automations and AI, and that has boosted our CS productivity, reducing wait and resolution times, as well giving our customers more solid information without having to reach out. Would definitely recommend!

We’ve been using the Gorgias AI pretty much since launch, and it completely transformed how we handle customer support. What used to take hours each day is now done in less than 30 minutes — and that’s mostly just me checking how good the AI handled everything.

What really impressed me is how human and caring the replies are. It’s not just fast, short answers — the AI actually sounds thoughtful, empathetic, and appreciative, even when dealing with the more “demanding” customers. Honestly, it sometimes does a better job than humans at staying patient and on-brand.

Only a handful of customers ever noticed that it’s AI, which says a lot. We’ve even integrated it with Loop for subscriptions, so it can cancel, modify, or manage requests automatically — no manual work needed.

Overall, the Gorgias AI is the best example I’ve seen of real, practical AI in ecommerce. It saves us time every single day and delivers better customer experiences at the same time.

We have used Gorgias for years. Georgias has a lot of feautures and works well with Shopify, but recently costs have gotten out of hand. It is very expensive. Gorgias cost me $1,000 last month for less than 50 inquiries, which works out to about $14.50 per inquiry which is obscene. Support is non-existent even though I own the store I unable to get support. I am now evaluating other service due to horrendous cost and complete lack of support.